Our work
Our experts collaborate to identify challenges, define objectives and formulate solutions.
IT system overhaul turns major liability into a strategic asset
When the new COO of a consumer electronics service business took the helm, he inherited a host of problems. One of the biggest was a failing IT system that was inefficient and crashed regularly. On top of system instability, the business was undergoing a restructuring that required splitting it into two separate entities, creating what the COO called a “potential IT nightmare.” If that wasn’t enough, third-party inventory control software was out of date and needed an update to adequately support business needs. To solve these critical issues, the company turned to D2.
We started by listening to client needs and analyzing the overall situation to clearly understand issues, set priorities, and develop a clear path forward. Our team then got to work, redesigning the unreliable system to meet critical business demands. We managed the complex process of separating data systems to support the new corporate structure. We also oversaw a seamless migration to a new inventory control platform.
The new IT system met specific business needs and functioned efficiently. Data systems for the two new companies were pulled apart smoothly and accurately. The software migration was successfully completed. All was delivered on time and on budget. This successful engagement transformed a critical liability into a valuable asset, allowing company leadership to focus energies on other areas of the business that needed attention. As a result, we continue to serve as the company’s trusted technology partner today.
Research and iterative testing transform service site
When new right to repair laws were announced, a national retailer took the opportunity to examine an existing service site, originally designed for service and repair personnel. There were numerous issues with it, however, and it didn’t serve the needs of intended users, much less consumers. Upper management labeled it “terrible” and knew major improvements were needed but didn’t know exactly what those were or how to properly prioritize. To make matters worse, they lacked internal resources to effectively design, develop, or implement a massive update, much less maintain it.
Using research and recommendations we had already conducted from focus groups, competitive evaluations, and site auditing, our team started by creating a site specification as a blueprint for the website. We guided development on this prototype website, then tested it with users from relevant demographics to determine if it functioned as needed. Based on this feedback, we revised the specification and the site was rebuilt. Once again, we validated the updated site design with another round of user testing. Our team audited the site, cleaned up content, and added missing resources that customers and technicians needed, including model numbers, revisions, and parts lists.
Today the retailer has a service and support website that is built on modern architecture. It is easier to update and more secure—free from spam and malware. Auditing capability allows for easier site maintenance and reporting. Based on user feedback, the website contains additional information that is useful to both customers and technicians, including accurate product and parts lists, product photos, documentation, support services, and news & service bulletin pages. And with improved analytics, the retailer can track site traffic and user behaviors, providing valuable data to fuel future improvements.
Product detail page infographic updates drive positive UX
In early 2022, a multinational technology company launched an initiative to enhance 300+ detail pages for products ranging from pens and cleaners to furniture and electronic devices. It wanted to improve customer experience along the shopping journey and decided that new or improved infographics would help achieve that. Internal resources, however, were limited and lacked expertise so the company reached out to D2 for support
The first step was to review existing Q&A and customer comments, and do competitive research in order to identify customer painpoints. Overall findings indicated that, while most product pages offered basic information, details asked for by customers were often missing, vague, or incorrect, as was critical compatibility and/or use case. Information in images, feature copy, and/or instruction manuals sometimes conflicted with each other. Many did not follow approved brand guidelines. Some contained duplicate or draft graphics.
D2 UX experts reviewed and identified opportunities for improvement then collaborated with D2 communications experts to prioritize need and define best methods to communicate needed information. Copywriters and graphic designers worked together to craft compelling copy and design properly branded infographics to tell the full product story. We leveraged content across products and categories to ensure consistency and maximize efficiencies. Along the way, we created 90+ new icons for use in future detail pages.
300+ unique infographics successfully addressed questions from customers on size, compatibility, package contents, setup, usage, and more. Because of our work with icon creation, we were asked to contribute to updated brand and infographic guidelines. Product managers ended up requesting infographics support for other categories and, ultimately, we were asked to assume product documentation for eight brands as well.
IT partnership builds a foundation for the future
As an organization that handles sensitive client information, Boys and Girls Home and Family Services (BGHFS) needed to ensure its data was protected. Without a dedicated IT team, however, they lacked the resources needed to manage daily IT-related tasks, much less plan and implement complex security measures required to properly safeguard confidential information. In addition, they had a large facilities move planned so needed a partner they could trust to guide technical aspects. Through a referral, they turned to D2.
D2 began by assuming responsibility for daily operational IT tasks, such as troubleshooting, system updates, and more. They set up a central help desk to assist staff members with questions or problems and worked closely with the BGHFS management team to keep it in the loop, as needed. Recognizing the critical mandate to protect sensitive data, D2 then recommended and implemented appropriate security measures, tailored to accommodate unique BGHFS needs. They also established 24/7 monitoring protocols. When BGHFS started plans to move to a new facility, D2 provided technology guidance needed to support infrastructure needs for everything from server rooms and network drops to printers, private offices, and more.
The entire BGHFS staff now has a central resource for help with all IT-related needs. Security measures implemented by D2 protect sensitive data and have given BGHFS leadership confidence in their ability to operate securely in today’s digital environment. President & CEO Art Silva says the organization is now in “great shape,” compared to where it was previously and credits D2 efforts. D2 is considered “part of the BGHFS family” and BGHFS leadership looks forward to the next decade with D2 as their trusted technology partner.
Usability testing helps avoid disastrous product launch
A worldwide leader in networking products and services was developing a new mesh network targeting both expert IT personnel and tech-savvy DIY users. Some stakeholders, however, had major concerns about ongoing issues, so upper leadership wanted a thorough evaluation and objective input to help inform their next steps. For that, they turned to D2.
We started with a competitive evaluation of three products targeted at similar user personas and immediately found three to four times the number of issues as competitor products with similar complexity. Numerous documentation and software bugs made our customer’s product unusable. We worked with our customer to solve problems and prepare the product for additional testing, ultimately leading to development of new firmware.
When the new version of the product was ready, we conducted a heuristic evaluation, a communications review, and a usability test with participants matching target personas.
Key findings from all efforts revealed 200+ continued issues with product functionality, as well as missing or confusing information on packaging, in documentation, and in on-screen instructions. Test participants said they liked some elements, such as an associated app and QR code scanner. The overall experience, however, proved to be frustrating and DIY users, in particular, needed more help than our customer had anticipated.
We provided many actionable recommendations to help improve customer experience. Given the volume and severity of our findings, however, we also strongly recommended delaying the product launch until issues were resolved and test results showed marked improvement. Our customer agreed and the launch was halted. In the end, D2 input and the ability of our customer’s leadership team to look long-term helped them avoid a potentially disastrous product launch and preserve both brand image and reputation.
More case studies
- Documentation supports successful point-of-sale launch
- Efficient IT deployment minimizes business disruption
- Expanded AI policies offer long-term relevance & resilience
- Audit, heuristic & competitive eval identify service site needs
- Product detail page messaging drives record-breaking sales
- Driving a successful patent portfolio where others failed
- Heuristic evaluation offers long-term positive results
- Creating high-impact email for a credit card provider
- Web portal messaging for a credit card provider
- Creating a branded, scalable TV menu
- Delivering high-visibility packaging for a tradeshow >
- Strong partnership results in amazing returns reduction >
- Designing a communications strategy for tablets >
- Reducing high AC adapter returns >
- Helping a B2B company market to consumers >
- Providing insight & innovation to grow business >
- Successfully supporting a TV mount launch >
- Reversing high TV returns & calls, low ratings >
- Focus group findings help identify service site needs
